Archive for March, 2009

Please note that as part of the maintenance last night the email server was moved to a new ip address. For most people this change was transparent. A few merchants however are reporting problems and appear to still be connecting to the old servers which are not valid.

If you are experiencing any problems with connecting to retrieve your email please try to use any of the following alternate server addresses to connect.

At approximately 8:40am this morning we detected and corrected an error which had been occurring since the maintenance was completed. This error caused several orders between 1:30am and 8:30am PST processed by certain payment processors to not get completed correctly, ie the customer was charged but the order was not marked as completed. Please look at your gateway transactions during this period and manually mark any orders as completed and paid that were not done by the store.

Here is how to do this:
#1 Search for the order by its Order ID, it will probably be shown as abandoned.
#2 Go to the order details page for that order
#3 At the top of the page click on the link labelled, click here to manually complete the order
#4 When that is done refresh the page and then you can mark the order as verified and enter the verification id from your gateway if you would like

Now your orders are completed just as if the system had done it for you.

Alternatively if you would like us to update the orders for you please post a support request with a list of the order ids, and verification ids if you would like them entered. We would be happy to help you rectify this issue.

We are extremely sorry for this inconvenience, if you have any questions please dont hesitate to open a support request. As a special thankyou to all of our loyal customers and our way of saying we are sorry for this error we have doubled the amount of storage space offered to all customers moving forward.

Please also note that the beta shipping changes mentioned in the scheduled maintenance notice were held out of this release. We now anticipate releasing the beta test module for the new shipping system in approximately a week.

Duration
2-3 hours, all services will be down for different periods of time within this block. As soon as maintenance is done on a particular area service to that area will be restored. We expect maintenance on the mail and ftp to be very minimal

What will be affected
Stores
Manage Interface
Mail
FTP

What will my customers see?
A maintenance message will be displayed to your shoppers for the majority of the time. However since this move requires an actual physical move of the servers there will be a brief period of time that the sites will be unreachable and no message can be displayed. This unreachable period should last only approximately 5-10 minutes.

What is being done?
We will be replacing some older servers with newer models and physically moving the servers to a new cabinet in the datacenter. There will also be a new beta shipping system being put in place. The beta shipping module can be turned on for stores who wish to try it out after the maintenance is completed. Further details will be posted on the shipping updates after the maintenance is completed.

This notice applies to customers who are NOT using the rackspace dns. Please note that most of our customers do use the rackspace dns so this will only apply to a small number of customers.

How can I tell if I am using the rackspace dns?
Go to http://who.godaddy.com/whoischeck.aspx
Enter your domain name, ie domainname.com
Results will be returned about your domain name
Check the nameservers, are they listed as NS.RACKSPACE.COM and NS2.RACKSPACE.COM?

If you ARE using the rackspace DNS
No changes are required we will update your record automatically you can ignore this notice.

If you are NOT using the rackspace DNS
Please make the following changes to your DNS record
Old record:
A Record 69.20.120.19
New Record:
CNAME Record sitecname.storesecured.com

What will this change do?
This change will ensure that when the servers are upgraded or the ip address changes that your sites ip address will also automatically be updated.

When should this change be made?
Please make this change as soon as possible. We expect to be changing the servers ip address within the next 1-2 weeks. If you do not make this change before that time your domain name will be temporarily pointing to a server which no longer exists.

What if I dont know how to update my DNS Record?
Each provider is different, if you do not know how to update your dns record please contact your dns provider who should be able to make the change for you and/or give you instructions on how to make the change yourself.

Can you make this change for me?
If you are using the rackspace DNS we will definately make this change for you and you do not need to do anything. If you are not using the rackspace DNS then we are unable to make this change for you. This change will require you to login to whatever third party company you use to manage your dns.

If you have any questions about this change please contact support for assistance.

2] Resolved: This notification is to inform you that the following issue with Express Checkout has been resolved as of Mar 10, 12:25 AM PDT (Mar 10, 7:25 AM GMT).
(Sent Mar 10, 12:32 AM PDT by KD)

EVENT DETAILS
——————–
Service: PayPal Live Site

During the time listed below you may have experienced the following:
Buyers may be seeing “Sorry – Your last action could not be completed” error at the login page after the Express Checkout api calls.

[1] Notification: This notification is to inform you of the following issue with Express Checkout API calls.
(Sent Mar 09, 11:20 PM PDT by KD)

EVENT DETAILS
——————–
Service: PayPal Live Site

During the time listed below you may have or currently are experiencing the following:
Buyers may be seeing “Sorry – Your last action could not be completed” error at the login page after the Express Checkout api calls.

The scheduled maintenance from 3/5/2009 has been completed successfully. All sites displayed a maintenance message from 8:00pm PST until 9:26pm PST. At 9:26pm PST all services were restored and are now running as normal.

How long will it last?
We expect the maintenance to last approximately 1-2 hours.

What will be done?
Database and windows updates will be installed.

Messages
We apologize for the late notice and earlier then normal maintenance timeframe. This maintenance is necessary to ensure that all sites continue to operate smoothly and must be done at the stated time. All sites will be placed back online as quickly as possible to minimize downtime.